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    SVC201 – Service Cloud Essentials for Managers

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    SVC201 – Service Cloud Essentials for Managers

    Enroll Now
    Duration
    2 Days
    Delivery
    (Online and onsite)
    Price
    Price Upon Request

    The SVC201 – Service Cloud Essentials for Managers course provides you with hands-on experience overseeing the deployment of the Salesforce Service Cloud. In this two-day course, you will learn to facilitate collaboration among agents and customers, for customer self-service and case deflection, multi-channel support of incoming cases, case management, case workflow automation, and support-related analytics and reporting.

    The Salesforce Service Cloud helps managers establish and maintain solutions for call center CRM and customer self-service.

     

    See other courses available

    What you will learn:

    • Advise your Salesforce Administrator on how to set up Salesforce Service Cloud to best meet your team’s needs
    • Establish productivity tools using recommended practices to make your team more efficient and accurate
    • Use collaboration tools such as Chatter, Salesforce Knowledge, and Salesforce Communities to share knowledge and resources among agents and customers
    • Create reports and dashboards to gain insight into your team’s performance

    Service Cloud Overview

    • Your Service Organization
    • Service Cloud Overview
    • Service Cloud Use Cases

     

    Managing the Case Lifecycle from Creation to Closure

    • Support Channels
    • New Cases
    • Existing Cases

     

    Knowledge

    • Resolve a Case Using Knowledge
    • Create a Knowledge Article

     

    Automate Case Management

    • Case Capture
    • Predefined Communication
    • Case Assignment and Escalation
    • Notification

     

    Agent Productivity Tools

    • Console for Service
    • Live Agent
    • SoftPhone

     

    Self-Service Support

    • Communities

     

    Collaborate Using Chatter

    • Your Profile
    • Chatter Groups

     

    Track Your Business with Reporting

    • Reports
    • Dashboards
    • Mobile Reporting in Salesforce1

    The SVC201 – Service Cloud Essentials for Managers course is designed for professionals who directly or indirectly manage support teams. No prior knowledge of Salesforce is needed. However, it is strongly recommended that all students study the online Salesforce CRM Getting Started Workbook.

    Overview

    The SVC201 - Service Cloud Essentials for Managers course provides you with hands-on experience overseeing the deployment of the Salesforce Service Cloud. In this two-day course, you will learn to facilitate collaboration among agents and customers, for customer self-service and case deflection, multi-channel support of incoming cases, case management, case workflow automation, and support-related analytics and reporting. The Salesforce Service Cloud helps managers establish and maintain solutions for call center CRM and customer self-service.  

    See other courses available

    What you will learn:

    • Advise your Salesforce Administrator on how to set up Salesforce Service Cloud to best meet your team’s needs
    • Establish productivity tools using recommended practices to make your team more efficient and accurate
    • Use collaboration tools such as Chatter, Salesforce Knowledge, and Salesforce Communities to share knowledge and resources among agents and customers
    • Create reports and dashboards to gain insight into your team’s performance

    Service Cloud Overview

    • Your Service Organization
    • Service Cloud Overview
    • Service Cloud Use Cases

     

    Managing the Case Lifecycle from Creation to Closure

    • Support Channels
    • New Cases
    • Existing Cases

     

    Knowledge

    • Resolve a Case Using Knowledge
    • Create a Knowledge Article

     

    Automate Case Management

    • Case Capture
    • Predefined Communication
    • Case Assignment and Escalation
    • Notification

     

    Agent Productivity Tools

    • Console for Service
    • Live Agent
    • SoftPhone

     

    Self-Service Support

    • Communities

     

    Collaborate Using Chatter

    • Your Profile
    • Chatter Groups

     

    Track Your Business with Reporting

    • Reports
    • Dashboards
    • Mobile Reporting in Salesforce1

    The SVC201 – Service Cloud Essentials for Managers course is designed for professionals who directly or indirectly manage support teams. No prior knowledge of Salesforce is needed. However, it is strongly recommended that all students study the online Salesforce CRM Getting Started Workbook.

      Upcoming Dates
    • ` Jun 26 - Jun 27, 2023
    • ` Jul 24 - Jul 25, 2023
    • ` Aug 21 - Aug 22, 2023
    • ` Sep 18 - Sep 19, 2023
    • ` Oct 16 - Oct 17, 2023
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